AccountId: 011433970860
ContactId: c93567d4-a215-459f-aae9-e92549ec76f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57029 ms
Total Talk Time (AGENT): 26680 ms
Total Talk Time (CUSTOMER): 18910 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c93567d4-a215-459f-aae9-e92549ec76f0_20250211T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to verify benefits on insurance.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] 02469188.
[AGENT][POSITIVE] Alright, thank you so much and then if I could just grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date on this is [PII].
[CUSTOMER][POSITIVE] OK, that's what I needed.
[AGENT][POSITIVE] All right. Any, you're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][NEUTRAL] Uh huh, you too.
[AGENT][NEUTRAL] Bye bye.